Client Implementation Consultant

Cuscal Limited

Sydney, New South Wales, Australia


Issuing & Financial Institutions / Technology

Jun 1

Our client’s success is our success. And you make it happen

Payment systems are complex, regulated and everchanging. We are an established market leading brand who are focused on driving client growth. We’re at the forefront of innovation punching above our weight. We’re enabling the future for our clients through tech like NPP and open banking.

We are an unlisted public company and one of five licensed banks in Australia with full direct connectivity and production capability across all domestic payment systems. Whilst the major banks leverage this capability for their consumer and business clients, our B2B model focuses on enabling other banks, fintech’s and corporates to deliver innovative and competitive payment and digital solutions to their clients and customers

We are looking for a Client Implementation Consultant to join our product and services team.

This role reports into the Manager, Client Implementation, and the main purpose of this role is to manage and support the client implementation coordinators to enable them to successfully onboard clients onto Mandated Payment Services (MPS).

The responsibilities in this role include but are not limited to the following:

  • Work side-by-side with client implementation coordinators to guide clients, manage their expectations, oversee client issues, escalations and manage progress health check on clients
  • Report on progress status for all client implementations and risks and issues raised by clients to MPS Senior Project Manager
  • Work with Cuscal team to align Cuscal progress with client progress
  • Develop a standardised implementation plan and implementation processes which will be used to create the catalogue items for MPS
  • Collaborate with the MPS Senior Project Manager to align the implementation plan with the overall MPS program/ project plan
  • Oversee the creation, maintenance, and execution of MPS onboarding catalogue items. Streamline the implementation processes through continuous improvement initiatives and update the implementation plan in line with market developments and product evolution
  • Educate internal stakeholders on roles and responsibilities and build and maintain a library of implementation resources
  • Liaise with relevant internal stakeholders to obtain relevant and up to date product and operational documentation to provide to clients
  • Conduct initial assessment of new client onboardings to confirm appropriate classification
  • Manage and educate the Client Implementation Coordinators on the defined implementation processes and provide support as changes/ updates to implementation processes are required
  • Oversee the fortnightly MPS project/ program report, ensuring the quality of information captured in the Project management tool (PlanView) is accurately and up to date for the Client Integration Team portfolio
  • Use workflow tools (CRM) to track, communicate, alert, and advise on delivery performance indicators (scope, cost, schedule, quality, risk, benefits) across the Client Integration Team portfolio

About You

This is a highly visible role within the organisation and for this reason it requires the successful candidate to extensive experience working within a multi-client service environment from the financial services industry with an understanding of payments to be considered for this role. As the ideal candidate, you will have demonstrated expertise in project and process management with practical experience in workflow tracking tools such as Clarity, CRM.

Additionally, you will have an eye for attention to detail and the ability to communicate in an effective and proactive manner. Furthermore, your ability to respond to rapidly changing circumstances in a pre-emptive manner in a fast-paced contact centre environment will see you succeed in this role.

As the successful candidate you will have an analytical mindset and can solve problems efficiently. With a proven track record of working with internal and external stakeholders within the organisation you will be self-assured and collaborative in your approach. Moreover, your demonstrated expertise in effective time management of competing priorities in a tight deadline driven environment will be vital to the success of this role. A relevant tertiary qualification will be highly preferred with a good grasp of Microsoft Office tools such as Excel, Word, Project and Visio.

Why Cuscal?

We are in the rapidly evolving world of payments, and we are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of educational, financial, lifestyle, health & wellbeing benefits.

Next Step

If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you. We’d love to share our vision for the future of payments sector. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.

Cuscal does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Cuscal employee, location or address.

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Cuscal Limited

Enabling the future